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Interpersonal Conflict Causes and Patterns | |
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Conflict in Everyday Life | |
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Why Study Conflict | |
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General Assumptions about Interpersonal Conflict | |
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Beneficial Aspects of Interpersonal Conflict | |
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Defining Interpersonal Conflict | |
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Interpersonal Conflict is Different from Argument | |
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Major Approaches to Conflict Management | |
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The Purpose of Theory | |
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Nature vs. Nurture | |
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Communication Theory | |
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Theories Influencing Conflict Management Studies | |
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Emerging Theories | |
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Competitive and Cooperative Approaches | |
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The Competitive Approach | |
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The Cooperative Approach | |
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When Worlds Collide | |
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Supportive and Defensive Climates | |
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Causes of Conflict | |
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Conflict Topics are Not Necessarily Conflict Causes | |
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Conflict Behaviors Are Motivated by Reasons that Make Sense | |
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Conflict Behaviors are Learned | |
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Goal Interference Causes Conflict | |
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Perception Patterns Affect How Goals Are Interpreted | |
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Goals are Dynamic | |
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Skills to Enhance Goals Analysis and Development | |
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Interpersonal Conflict Variables | |
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Variables in Interpersonal Conflict | |
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Conflict Management Variables | |
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Sources of Conflict Patterns | |
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Conflict Management Skills | |
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Listening and Seeking Information | |
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An Introduction to Listening | |
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Types of Listening | |
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Effective Listening Skills for Conflict Managers | |
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Styles and Behavior Patterns | |
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What is Style? | |
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Personality Styles | |
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Conflict Management Styles | |
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Communication Behaviors that Affect Conflict Management | |
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Emotional Intelligence | |
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Functional vs. Dysfunctional Styles | |
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Negotiation | |
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The Worlds of Negotiation | |
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Competitive Negotiation | |
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Cooperative Negotiation | |
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Moving from Competitive to Collaborative | |
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Additional Negotiation Variables | |
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Conflict Assessment | |
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Understanding Conflict from the Inside Out | |
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Conflict Assessment: First Level Tools | |
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Conflict Assessment: Comprehensive Conflict Checklist | |
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Concept-Based Analysis Tools | |
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Creating an Analysis Tool | |
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Transformation is the Key | |
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Beyond the Basics | |
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Difficult People and Bullies | |
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An Overview of Difficult Encounters | |
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Critical Lessons About Difficult Encounters | |
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Specific Difficult Encounters | |
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Bullying and Violence | |
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Moving Beyond Self Help | |
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Approaches to Solving Conflict | |
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Conflict Coaching | |
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Third Party Resolution Processes | |
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Mediation | |
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Mediator Responsibilities | |
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Mediator Approaches | |
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The Balanced Model of Mediation | |
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Managing the Aftermath: Anger, Apology, Forgiveness, and Reconciliation | |
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Anger | |
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Apologies | |
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Forgiveness | |
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Reconciliation | |
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Conflict in Context | |
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Family Communication and Conflict | |
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The Family as a Communication System | |
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What is a Family? | |
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Satisfaction in Marriages and Families | |
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Conflict in the Family | |
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Conflict Management Skills for Families | |
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Conflict at the Workplace | |
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The Workplace is a Unique Context | |
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Workplace Communication | |
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The Nature of Groups | |
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Conflict in the Work Setting | |
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Preventing and Managing Conflict at Work | |
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Group Conflict | |
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Conflict Management Systems | |
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Conflict and Society | |
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Politics as Personal | |
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Values, Beliefs, and Attitudes | |
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Identify (Face) Threats | |
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Polarization | |
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Means of Managing Social Conflict | |
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Strategies of Group Movements | |
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Reframing Social Conflict | |
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Appendices | |
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A Six Step Method for Managing the Difficult Person Encounter | |
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The University Chain of Command | |
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The Meeting Manager | |
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Essential Skills to Prevent and Moderate Conflict | |
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A Lifetime of Predictable Conflicts | |
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Sample Mediation Case | |
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Media and Family Conflict | |
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Glossary | |
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References | |
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Index | |